0:00 Hey team, in this video we're going to talk about the Redo Support app and specifically how to respond to tickets.

0:06 So a couple of the best practices in responding to tickets and walking through a few of the automations there. Typically, when we're responding to a ticket, we'll be responding from the open, the assigned to me, or we'll be responding of the custom inboxes.

0:21 If we're responding from the open inbox, or really any of the others, the best practice is typically to send your message and then hit reply and close.

0:31 It's going to automatically move it to the closed inbox, which and it will stay there unless the customer responds. The customer responds, it will take it out of the closed inbox and into either the open or the assigned to me inbox or both.

0:46 It would be both or just the open. I misspoke there. there, excuse me. Okay, so typically best practice is to do that and that keeps your open inbox as well as your assigned to me inbox pretty small.

1:00 Let's say that I was co-working with my boss and I wanted to leave them a little note and say, hey I have a question about this, could you please look into it? 1:14 Let's actually, instead of sending that to the customer, let's make an internal note. If I add that note to the message, it's not actually going to send to puppy play, puppy play, excuse me.

1:30 What it's going to do is just sit here for my boss to come and see it. What I could then do is I could go ahead and at my boss in that note.

1:41 So let's just go ahead and do an at Sam Wizenant. Looks like I'm not here, so we could do a at Porter Simmons right here.

1:48 Or what I could do is just assign that ticket to my boss instead of having it assigned to me. Then my boss would come in and they would see it and they're assigned to me. What I could do they could see it here in one of their custom views, so a couple of options there.

2:05 OK, hopefully this is helpful in the responding to tickets specifically. If you need to attach a link, add in a hyperlink, an image, bullet points, any one of those things that you could typically do an email here, you're welcome to do so.

2:21 Now we'll kind of look into some of the automations in the next video. Thanks.